Experience

Marketing Alternatives

• United States
• Outsourcing and Offshoring Consulting
• 1 - 100 Employee

• Executive Vice President, Call Center Division

  • Sep 1997 - Present

  Responsibilities include: · Communicate productivity and performance goals to staff and ownership · Develop and manage service level agreements; meet/exceed contractual requirements · Ensure consistency in quality and training · Evaluate ACD reports for labor efficiency, service level commitments and cost per call objectives · Handle client escalations. · Identify and implement operational processes and technology to improve customer satisfaction and call center efficiency . Implement process improvements · Maintain contingency plans as needed (disaster recovery) · Recruit, hire, train and develop management and operations support staff · Utilize resources and forecast budget appropriately · Strategic new business development Show less



Hebenstreit Communications

• Call Center lead operator

  • Apr 1997 - Sep 1997

  · Customer/Staff concerns · Scheduling/Training · Disciplinary meetings · Customer/Staff concerns · Scheduling/Training · Disciplinary meetings



Quest Diagnostics

• United States
• Hospitals and Health Care
• 700 & Above Employee

• Phlebotomist

  • Jul 1996 - Sep 1997

  · Phlebotomy · Drug Screening · Billing, ICD-9, CPT · Phlebotomy · Drug Screening · Billing, ICD-9, CPT



Centeon Bio-Services

• Group Leader, Phlebotomist/Phlebotomist Trainer

  • Feb 1993 - Jul 1996

  · Supervision, scheduling, and training of other phlebotomists · Inventory management · Documentation of personnel activity for FDA · Phlebotomy · Supervision, scheduling, and training of other phlebotomists · Inventory management · Documentation of personnel activity for FDA · Phlebotomy